Terms of Service

DEFINITIONS

For purposes of this Agreement, unless the context clearly indicates a contrary intent, the following terms are defined as follows:

• “Affiliates” shall mean any entity or individual that, directly or indirectly, controls or is controlled by a party, or any entity or individual which controls or is under common control of others together with such party. For purposes of this paragraph, “control” shall mean the ownership of 50% or more of the voting power of an entity.
• “Intellectual Property Rights” shall mean all and any patents, trademarks, service marks, company names, registered designs, copyrights and intellectual property rights or industrial property rights in any other form in any place around the world, including applications for such right, regardless whether such right has been registered or is registrable, and all business secrets, confidential or secret techniques and information, technical know-how and any other intangible rights and assets.
• “Permits” shall mean all necessary approvals, authorizations, permits and agreements required for Client’s initiation and successive operation of the Business, which are issued by the license-issuing authorities or signed with the license-issuing authorities, including but not limited to regulatory or administrative approvals issued by the government and other permits for operation of the Business.
• “Technology” shall mean any discovery, invention, development, technical information, data, know-how, skill, technique, system, software, formula, experimental result, design, statistics, record, substance and/or material, regardless whether in writing or in word, carried by the carrier or media in whatever form and whether visible or invisible.
• Unless the context clearly indicates a contrary intent, the terms used on individuals herein shall mean the same to companies and non-company entities.
• Except as otherwise provided, the terms “Section”, “Paragraph”, and “Schedule” shall mean respectively the Sections and Paragraphs hereof and Schedules attached hereto.
• The titles and subtitles contained herein shall make no influence on the interpretation of this Agreement, which are specified only for convenience.

Client and MSC Security agree to the following:

Term

• MSC Security will provide the services listed in Statement of Work (SOW). 
• The term of this Agreement is 12 months beginning from the date of signature. 
• This agreement will automatically renew for another successive 12-month term, billed monthly, unless MSC Security is given at least 30 days prior to the expiration of each such term.

Termination

• MSC Security or Client may terminate this contract at any time, after an initial 12-month period with at least 30 days prior written notice. 
• Termination prior to the 12-month period will result in an early termination fee of the remaining contract agreement.
• In the event of termination under any circumstances Client agrees it will provide access to MSC Security technicians to remove all management, security, and monitoring tools. 
• If either party terminates the relationship of managed service provider and client or if Client defaults then the parties agree to work cooperatively to transfer the client’s data and network information as directed by the client to another service provider or to the client.  The client will pay the cost of transfer which will include hourly charges of technicians to accomplish the transfer and any services maintained by MSC Security containing Client data.  Client must designate a vendor to handle its email, backups and any other services provided by MSC Security.  Client must establish an account for transfer of the backups and any other services within 30 days of notice of termination or default, or within 30 days of termination of this SLA.  MSC Security has no responsibility for backups, email or other services beyond 30 days following termination or default under this Agreement.
• In the event of termination of services for any reason by either party, upon written request by Client MSC Security will provide up to 30 days support to allow Client to make a transition provided Client pays all amounts then due and pays the fee for the additional 30 days in advance.

Payment Policy

• Client will pay MSC Security monthly on or before the day of each month the amount listed in Schedule B. 
• Acceptable payments are Visa, Mastercard, American American Express based Credit or Debit cards that will be automatically processed through MSC Security payment processor. 
• It is understood that any Federal, State or Local Taxes applicable shall be added to each invoice for services or materials provided by MSC Security. Client shall pay any such taxes unless a valid exemption certificate is furnished to MSC Security for the jurisdiction of use, except in cases when MSC Security procures or sources the incorrect equipment and / or software and / or support services any incorrect items or software shall be returned to MSC Security.

Failure to pay

• Payment failures will be recharged until successful for 30 days
• Client will receive outreach from account management and finance teams of MSC Security to help resolve outstanding bills
• Following 60 days of no-payment the client will be given a notice of termination and all systems will be removed from management

Provision of Services

• The addition of locations, IT assets, services, service hours, and covered days not set out in this Agreement will require billing as additional services or a project or result in an adjustment to the Client’s monthly charges.  For example, clients moving to a new location or adding additional users requiring additional routers and networks are Projects.  All services requested by clients which are not included in the coverages set out in this Agreement are   billed as “Additional Services” or a “Project” and will be quoted and billed as Separate Charges at MSC Security’s then hourly rate plus expenses.  Expenses may include but are not limited to travel, parking, and tolls.
• The cost of any equipment necessary to perform the additional services or project will be paid by the Client before installation.  The estimated charges for projects and additional services will be paid in full prior to the commencement of the Project. Client agrees to make payment in full within 30 days of billing for additional services not anticipated in the initial estimated charges plus expenses. 
• MSC Security will begin and maintain on-going documentation of hardware, software, networks, business applications, and all relevant information technology (IT) information to perform services listed in Schedule B. 
• Clients will comply with the Policies and Responsibilities and also the Managed Services Requirements. 
• MSC Security shall not be liable to Client or any of its affiliates for any damages, whether incidental, direct, indirect, special, consequential or punitive damages arising out of service or equipment provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, or loss to person or property, costs of substitute equipment or other costs even if MSC Security has been advised of the possibility of such damages.  Regardless of the form of action, MSC Security’s cumulative liability shall be only for loss or damage directly attributable to negligence of a MSC Security employee or contractor, for the cost of restoring the network to its condition prior to the negligence, but not to exceed thirty thousand Dollars.  If a collection action is initiated by either party or if MSC Security has to defend any action by Client, MSC Security is entitled to its reasonable attorney fees and expenses to be paid by Client. 
• Client shall not modify, create any derivative work of, or incorporate any other software into the computer software programs or any portion thereof with the exception of allowing automatic updates to commence or confirming the installation of an automatically scheduled update or fully supported software for which client has purchased technical support and has scheduled such installation with MSC Security.  Programs must be installed by an MSC Security technician or software technical support with an MSC Security technician assisting. MSC Security shall not be responsible for maintenance of or for repair of errors or malfunctions occasioned by any installation, modification or enhancement to the Programs made by Client or by anyone other than MSC Security unless MSC Security has agreed. 
• Corrections of unauthorized modifications shall be at the rate of $150 per hour and may be grounds for immediate termination by MSC Security of this Managed Services Agreement.  Client agrees to prohibit others, including its principals, officers and employees from installing hardware, working on the technical aspects of the operating systems on the Servers and PC’s or to give anyone Domain Administrator access. Only MSC Security will make administrative or technical changes to the servers. 
• Implied Warranties are expressly disclaimed by MSC Security.  An MSC Security contractor is a technician or contractor who operates on behalf of MSC Security, is paid by MSC Security and has access to MSC Security’s service ticket management system for making time entries and charges for their work.  MSC Security is not responsible for the acts of other technicians, contractors or consultants providing service to Client not under its control and direction.  If Client purchases equipment from MSC Security it understands and agrees that it will look to the manufacturer for all remedies and warranties and agrees that MSC Security is not responsible for functioning of the equipment and has not made any express or implied warranties.  MSC Security shall not be liable for any claim or demand against the Client by any third party on account of errors or omissions performed hereunder.
• Remote access to personal computers and/or networks.  If or when Client transitions to home or alternative networks, MSC Security will make best effort to make connections and serviceability.  However, home or alternative networks may not have adequate internet connectivity and equipment to effectively work.  MSC Security is not responsible for inadequacies in those home or alternative networks or to secure those connections. Home equipment will not be as secure and may not have MSC Security’s software and security features. 
• MSC Security is not responsible for the security of the home or alternative networks.  Work on a home or alternative network unless otherwise included is outside the scope of this Agreement and MSC Security may charge it’s then hourly rate for work on home or alternative networks.  MSC Security will charge for additional software installed at home or alternative networks as needed. 
  
  REPRESENTATIONS AND WARRANTIES OF THE PARTIES
• Each Party hereby makes the following representations and warranties to the other Party:
• it is a company duly organized and validly existing under the applicable laws and regulations, and has been fully authorized to operate independently and manage and dispose all of its own assets;
• it has all necessary rights, authorizations and approvals required for entering into this Agreement, and has all necessary rights, authorizations and approvals required for full performance of each of its obligations hereunder;
• this Agreement will constitute a legal, valid and binding agreement of it and will be enforceable against it in accordance with its terms upon its execution;
• either execution of this Agreement or performance of its obligations hereunder will not conflict with or violate its business permit, its articles of association, any law or regulation, any approval granted by any governmental authority or organization, or any material provision of any material contract or agreement to which it is a party;
• there is no circumstance currently in existence or reasonably expected to exist which may cause such Party to be in violation of applicable law or otherwise prevent or materially delay its performance of its obligations hereunder; and
• to its knowledge, no claim, arbitration or other legal, administrative or other procedures or governmental investigation is pending or threatening to be initiated, which is related to the subject matter of this Agreement or may cause a material adverse effect on its execution of this Agreement or its performance of its obligations hereunder.
• Client further makes the following warranties and covenants to Company that:
• prior to execution of this Agreement, none of its shareholders has pledged any of the equity interest of Client to any third party, and, other than as has been disclosed in writing to Company prior to the date of this Agreement, no other rights of any third party have been established on any of Client’s equity interest; prior to any early termination of this Agreement in accordance with Section 13 hereof, none of its shareholders shall transfer or pledge any of its equity interest in Client to any third party or dispose of any of such equity interest in any other way;
• Client has not and will not use any existing or future intellectual property as provided under this Agreement, including but not limited to trademarks, for any purpose other than the operation of Client’s business as currently conducted, unless prior written consent has first been obtained from Company.
• Client has not and will not license any existing or future intellectual property as provided under this Agreement, including but not limited to trademarks, to any third party for any purpose whatsoever, unless prior written consent has first been obtained from Company.

Intellectual Property Rights

• Client hereby confirms that all Technology and Intellectual Property Rights that are obtained, developed or produced as a result of provision of the Services hereunder by Company, contractors, agents or others authorized by the Company, and any derivative rights arising from the performance of this Agreement or any other agreement reached by the Parties, shall be absolutely owned by Company, unless otherwise agreed in writing by the Parties.

Confidentiality 

• Except as otherwise provided in this Agreement, Client shall protect and maintain the confidentiality of the confidential data and information acknowledged or received by Client through accepting the consulting and services from Company, including any content of this Agreement and other possible cooperative transactions between the Parties (collectively the “Confidential Information”). Client may not disclose, give or transfer any Confidential Information to any third party, including without limitation to its employees, agents, subcontractors and suppliers, without Company’s prior written consent.
• The aforesaid obligations shall not apply to any part of data, documents and information, which:
• at the time of disclosing to the receiving Party hereunder are already in the public domain; and
• any documents that are required to be disclosed to governmental authorities and stock exchange agencies pursuant to applicable law, or which are disclosed by any Party to its direct legal counsel and financial adviser based on the needs of its normal operation; provided that such legal counsel or financial adviser shall treat all such information as Confidential Information and the Party disclosing such information to a legal or financial advisor shall be liable to the other Party for any breach or violation of the confidentiality obligation contained herein by its financial or legal advisor.
• Upon termination of this Agreement, Client shall return all and any documents, information or software containing, based on or incorporating any of such Confidential Information to Company, and delete all of such Confidential Information from any memory devices, and cease to use such Confidential Information. Client must provide Company with a certification in writing that Client has complied with this as soon as practicable after the termination of this Agreement.
• Any disclosure by employees or agents employed by any Party shall be deemed as the disclosure of such Party and such Party shall assume the liabilities for its breach of contract pursuant to this Agreement.
• All Confidential Information disclosed by the Company including, but not limited to all copies, extracts and portions thereof is and shall remain the sole property of the Company. Unless the Company consents in a prior writing stating otherwise, the Client does not acquire, by license or otherwise, whether express or implied, any intellectual property rights or other rights under this Agreement or any disclosure hereunder, except the limited right to use such Confidential Information in accordance with the express provisions of this Agreement. All rights relating to the Confidential Information that are not expressly granted hereunder to the Client are reserved and retained by the Company.
• The Client agrees that, due to the unique nature of the Company’s Confidential Information, the unauthorized disclosure or use of the Confidential Information may cause injury to the Company, the extent of which will be difficult to ascertain and for which there may be no adequate remedy at law or in equity. Accordingly, the Client agrees that the Company, in addition to any other available remedies, may have the right to seek an immediate injunction and other equitable relief enjoining any breach or threatened breach of this Agreement as ordered by the court. The Client shall notify the Company immediately if the Client has reason to believe that any person who has had access to the Company’s Confidential Information including, but not limited to the Client or any of the Client’s representatives has violated or intends to violate the terms of this Agreement or otherwise disclose any Confidential Information in violation of the terms hereof. Any and all remedies herein expressly conferred upon the Company will be deemed cumulative with and not exclusive of any other remedy conferred hereby, or by law or equity, and the exercise by Company of any one remedy will not preclude the exercise of any other remedy.

Liability for breach of contract

• Should Client breach any provisions of this Agreement, Company shall have the right, in addition to other rights the Company is entitled under this Agreement, at law and in equity, to claim for compensation for its losses due to such breach of contract, including all direct economic loss, any expected indirect loss suffered and other additional expenses incurred in connection with such breach.
• In the event of any breach of this Agreement by Client, the Company may provide written notice to Client that identifies the specific breach and requires the Client to: (i) correct its breach or failure, and (ii) take adequate, effective and timely measures to eliminate the consequences of such breach or failure.
• Upon the occurrence of any breach by the Client, if such breach, in the Company’s sole discretion has caused the Company’s performance of any of its obligations under this Agreement to be unfeasible, then the Company may notify the Company in writing that the Company will suspend its performance of its obligations under this Agreement on a temporary basis until and unless the Client shall have ceased its breach and taken effective measures in a timely manner to eliminate the consequences of such breach and shall have compensated the Company for the loss suffered thereby due to such breach.

NON-SOLICITATION

• Client understands and agrees that any attempt on the part of Client, Client’s Affiliates and Client’s Representatives to induce Company’s current or former employees, contractors, affiliates and similar parties to leave Company’s workforce, or any effort by Client, Client’s Affiliates and Client’s Representatives to interfere with Company’s relationship with its current or former employees, contractors, affiliates, clients, customers or similar parties would be harmful and damaging to Company. Client, Client’s Affiliates and Client’s Representatives agree that Client, Client’s Affiliates and Client’s Representatives will not in any way, directly or indirectly, until the 1 (one) year anniversary of the Effective Date of this Agreement: 
• (a) induce or attempt to induce any employee, contractor, affiliate or similar parties of Company to quit employment with Company; 
• (b) otherwise interfere with or disrupt Company’s relationship with its current or former employees, contractors, affiliates, clients, customers or similar parties; 
• (c) discuss employment opportunities or provide information about competitive employment to any of Company’s employees, contractors, affiliates, clients, customers or similar parties; or 
• (d) solicit, entice, or hire away any employee, contractor, affiliate, client, customer or similar party of Company for the purpose of an employment opportunity that is in direct or indirect competition with Company.

NOTICES

• Any notice or other communication required or permitted to be delivered under this Agreement shall be in writing and shall be deemed effectively given: (a) upon personal delivery to the Party to be notified with a written verification of receipt; (b) when sent by confirmed telex or facsimile if sent during normal business hours of the Party to be notified, if notice is not sent during normal business hours, then on the next business day; (c) on the same date the Party to be notified signs for the delivery of a notice which was by mail with a signature required and postage prepaid; or (d) the next day for an email is sent to the Party to be notified at the email address as long as the email is does not bounce back or the notifying Party does not receive any indication that the email was not received by the Party to be notified. The address and email address set forth for the Parties indicated in this Agreement may be changed by giving notice of such change to the other Party in the manner provided above for giving notice. 

GOVERNING LAW

• This Agreement shall be governed by and construed in accordance with the laws of California without regard to conflicts of laws principles.

JURISDICTION; WAIVER OF JURY TRIAL

• The Parties hereto agree that any and all actions or proceedings seeking to enforce any provision of, or based on any right arising out of, this Agreement shall be brought in the courts of the State of California, County of Contra Costa or the Federal Courts located in San Francisco, California should Federal jurisdiction requirements exist. Each of the Parties consents to the jurisdiction of such courts and of the appropriate appellate courts in any such action or proceeding and waives any objection to venue laid therein. Process in any action or proceeding referred to in the preceding sentence may be served on any Party anywhere in the world. The Parties hereto specifically waive any right to a jury trial with respect to any matter arising under this Agreement.

ATTORNEYS’ FEES AND COSTS

• Should any dispute arise out of or in connection with this Agreement, including, but not limited to, a dispute regarding the enforcement of any of its terms, the prevailing Party in such dispute, as determined by a court of competent jurisdiction or arbitrator or mediator, as the case may be, shall be entitled to an award of its reasonable attorneys’ fees and other costs incurred in connection with such dispute, in addition to any other relief.

Force Majeure

• A “Force Majeure Event” shall refer to any event beyond the reasonable control of the Parties which is unforeseeable or, if foreseeable, unavoidable and which has prevented, affected or delayed any Party’s performance of all or any part of its obligations hereunder, including without limitation, government actions or inactions, acts of God, strikes or labor disputes, war, hacker attack or any other similar event.
• If Company is affected by a Force Majeure Event, then Company may suspend on a temporary basis its performance of its obligation(s) under this Agreement without incurring any liability due to such Force Majeure Event, until the effect of such Force Majeure Event has been eliminated; provided that Company shall exert its best efforts to minimize the adverse effect of such Force Majeure Event.
• Neither party shall be liable for any failure of or delay in performance of its obligations under this Agreement to the extent such failure or delay is due to circumstances beyond its reasonable control, including, without limitation, acts of God, acts of a public enemy, pandemics, fires, floods, wars, civil disturbances, sabotage, accidents, insurrections, terrorism, blockades, embargoes, storms, explosions, labor disputes (whether or not the employees' demands are reasonable and within the party's power to satisfy), acts of any governmental body, failure or delay of third parties or governmental bodies from whom approvals, authorizations, licenses, franchises or permits must be obtained, or inability to obtain labor, materials, equipment, or transportation or illness of MSC Security’s technical staff (collectively referred to herein as "Force Majeure").  Each party shall use reasonable efforts to minimize the duration and consequences of any failure of or delay in performance resulting from a Force Majeure event.
• In the event of a Force Majeure MSC Security is not required to have technicians work during periods or at places where their safety or health could be in jeopardy and in any event will not require technicians to go on site.   

Assignment

• Company shall have the right to assign this Agreement to any third party of its choosing without the prior consent of Client; provided, however, that Company shall send a written notice to Client after such assignment. Client shall have the right to assign this Agreement only with the prior written consent of Company.

Waiver

• The waiver by either Party of a breach of or a default under any provision of this Agreement shall not be construed as a waiver of any subsequent breach of or default under the same or any other provision of this Agreement, nor shall any delay or omission on the part of either Party to exercise or avail itself of any right, power, privilege or remedy that it has or may have hereunder operate as a waiver thereof, nor shall any single or partial exercise thereof preclude any other further exercise of any such right, power, privilege or remedy hereunder.

Severability

• If any provision of this Agreement shall be held by a court or other tribunal of competent jurisdiction to be invalid or unenforceable, such provision(s) shall be deemed modified to the extent necessary to make such provision(s) enforceable, and the remaining portions hereof shall remain in full force and effect and shall be enforced to the maximum extent possible so as to effect the intent of the Parties, and shall in no way be affected, impaired or invalidated.

AUTHORITY; NOT RESTRICTED

• The Parties each represent and warrant to the other that this Agreement has been duly authorized, executed and delivered by and on behalf of each Party hereto and constitutes the valid and binding agreement of the Parties in accordance with the terms hereof. Further, each Party represents and warrants that the person signing on behalf of the Party has the express power and authority to bind their Party to this Agreement.

BENEFICIARIES

• This Agreement shall insure to and be binding upon the Parties and their respective successors and assigns.

ENTIRE AGREEMENT

• This Agreement constitutes the entire agreement between the Parties concerning the confidentiality of the Confidential Information in connection with the Transaction and related matters and supersedes all prior or contemporaneous representations, discussions, proposals, negotiations, conditions, communications and agreements, whether oral or written, between the Parties relating to the same and all past courses of dealing or industry custom.

AMENDMENTS

• No amendment, modification or waiver of any provision of this Agreement shall be effective unless in writing and signed by duly authorized signatories of both Parties. 

Insurance

• Client agrees to carry liability insurance and property insurance covering any damage to its network as well as to any clients of the Client adversely affected by Client’s network functioning or transmissions from its network. 
• MSC Security reserves the right to request a copy of client insurance at any time.
• MSC Security agrees to carry all required insurance coverage required to cover business services.

NON-DISCLOSURE

• Each of the Parties agrees not to discuss, disclose or otherwise transmit this Agreement without the prior written consent of the other Party, including without limitation the identity and personal information of the other Party to anyone other than: (i) to its subsidiaries, Affiliates, officers, shareholders, members, counsel and advisors (as applicable); (ii) as required by any law, regulation, court order, or the like, or in connection with any filing with any governmental authority; and (iii) to comply with its obligations contained in this Agreement.

RIGHT TO INDEPENDENT COUNSEL

• Each Party has been informed of their right to consult independent legal counsel concerning this Agreement, and each Party hereby acknowledges that they had the opportunity to consult independent legal counsel.

INTERPRETATION

• This Agreement shall be construed as if drafted jointly by the parties hereto. In the event an ambiguity or question of intent or interpretation arises, no presumption or burden of proof shall arise favoring or disfavoring any party by virtue of the authorship of any provisions of this Agreement.

COUNTERPARTS

• This Agreement may be executed in one or more counterparts, each of which will be deemed to be an original copy of this Agreement and all of which, when taken together, will be deemed to constitute one and the same instrument

Schedule B - Services & Pricing

This will be listed on the Managed Services agreement or statement of work that is signed by the client and MSC Security.

Schedule C - System Requirements

1. PC’s, Servers and network equipment including routers, switches, backup devices and media must be less than 5 years old or turning 5 years old in the first 11 months of the agreement.  Servers must be replaced by clients upon reaching the age of 5 years.  Replacement installation costs are billed outside the monthly service amount at MSC Security’s then hourly rate.  Servers must be covered by an active hardware warranty. MSC Security will coordinate warranty diagnostics, repairs and return to service.
2. PC’s (laptops/desktops/Macs) in excess of 5 years in age that fail will need to be replaced by the client with a new machine or one that is less than 5 years in age. Work to restore or replace equipment older than 5 years will be billed as an additional charge.
3. All Servers, Desktop PC’s and Notebooks/Laptops with Microsoft Windows or Apple operating systems must be running an operating system supported by Microsoft or Apple with support expected to continue 12 months or more with the latest service packs and critical updates installed. As Microsoft or Apple stops supporting an operating system, clients must update their operating system or remove it from any access to the network. 
4. Clients will maintain service/support contracts for hardware such as routers, firewalls and switches and specialty software applications.
5. If a client has software particular to its business which is installed on its network, the client is responsible to obtain installation, training and continuing technical support from the software provider. MSC Security technicians are able to assist with network support but they are not experts in all software applications and rely on the software manufacturer to provide software support at Client’s expense. 
6. All server and desktop software must be genuine, licensed and vendor-supported.
7. The network must have a currently licensed, vendor-supported server-based backup solution that can be monitored and send notifications on job failures and successes.
8. The network must have a currently licensed, vendor-supported hardware firewall between the internal network and the Internet.
9. All wireless data traffic in the environment must be securely encrypted.
10. There must be an outside static IP address assigned to a network device, allowing VPN access.

At the time of initiating service for Client, MSC Security will evaluate Client’s network and determine whether all Managed Services Requirements are in place and if not in place will install the required services.  Charges for bringing the network into compliance with the requirements will be billed as incurred as additional services. 

Schedule D - Service Response Times

Priority 1 - Service not available (all users and functions unavailable)

• Response Time (9:00am PST-5:30pm PST) Weekdays
• Remote within 1 hour
• On-site within 3 hours
• Response Time (5:30pm PST-9:00am PST) Weekdays/Holidays
• Remote within 2 hours
• On-site within 4 hours

Priority 2 - Significant degredation of service (large number of users or business critical functions affected)

• Response Time (9:00am PST-5:30pm PST) Weekdays
• Remote within 2 hour
• On-site within 4 hours
• Response Time (5:30pm PST-9:00am PST) Weekdays/Holidays
• Remote within 2 hours
• On-site within 4 hours

Priority 3 - Limited degradation of service (limited number of users or functions affected, business process can continue)

• Response Time (9:00am PST-5:30pm PST) Weekdays
• Remote within 8 hour
• On-site within 48 hours
• Response Time (5:30pm PST-9:00am PST) Weekdays/Holidays
• Remote within 12 hours
• On-site within 48 hours

Priority 4 - Small service degradation (business process can continue, one user affected)

• Response Time (9:00am PST-5:30pm PST) Weekdays
• Remote within 24 hour
• On-site within 72 hours
• Response Time (5:30pm PST-9:00am PST) Weekdays/Holidays
• Remote within 24 hours
• On-site within 72 hours